UberHeats Terms and Conditions
1. Introduction & Definitions
These are the Terms and Conditions of UberHeats, (“we”, “us”, “our”) and apply to all services we provide across our trades, including boilers, air source heat pumps, heating and air conditioning.
“You” means the customer, and “tradesperson” means the representative(s) we appoint to carry out work for you. By using our services, you agree to these terms. The latest version of these terms always applies, and we’ll only update them when we introduce a new service, change how we deliver a service, or need to comply with a legal requirement.
We reserve the right to decline any work, and to decide, at our discretion, which trades person represents us on a job.
2. Our Services
Our services include enquiries, estimates, project work, installations, repairs, and servicing, across boilers, ASHPs, heating and air conditioning, together with the guarantee set out in section 6.
3. Pricing
3.1 Hourly rate work
Charges consist of labour (time spent on your job, including reasonable time collecting non-stocked materials) at our current published hourly rates, and materials we supply, charged at no more than retail price plus a 20% markup — full details are in our Rates policy on our website.
You’re only charged for time spent on your job — breaks and other non-working time are not chargeable.
Time spent collecting materials is kept to a reasonable minimum, and we’ll tell you if it’s likely to take more than 45 minutes.
Only one trades person will leave a job to collect materials or parts.
3.2 Fixed price work
A fixed price we give you is firm, other than in the case of a genuine pricing error, and won’t be exceeded except where:
you instruct us to carry out additional work not included in the original estimate;
the cost of materials increases after the estimate is given;
further work is found to be necessary once the job is underway; or
there was a genuine error in the original estimate.
A detailed insurance report, if needed in addition to the standard estimate and invoice, is charged at £25. We’re under no obligation to provide an estimate, and we’re only bound by estimates given to you in writing and signed by an authorised representative — not by verbal estimates or estimates containing a genuine error.
3.3 Offers and incentives
We may run promotions from time to time, on the terms we specify when the offer is made. Offers may only be combined with one another at our discretion.
4. Booking, Cancellation & Your Right to Cancel
We offer appointment slots with a 4-hour arrival window and will contact you a text message with a GPS tracking-link before we arrive.
If you need to cancel or rearrange a booking, please give us at least 48 hours’ notice, preferably by telephone, and ask us to confirm this in writing so you’re not charged.
4.1 Your 14-day cooling-off right
If your contract with us was arranged away from our premises (for example, at your home) or at a distance (for example, by phone or online), the Consumer Contracts Regulations 2013 give you 14 days from acceptance of our quotation to cancel free of charge.
If you’d like work to start within that 14-day period, we’ll ask you to confirm this to us in writing. You can still cancel during the cooling-off period even after work has started, but you’ll be charged a reasonable amount for any work already carried out and any materials already used, up to the point you cancel.
4.2 Cancelling outside your cooling-off right
If you cancel a confirmed booking shortly before scheduled work, or after materials have been ordered for your job, you’ll be liable for the reasonable cost of any time and materials already committed, plus our reasonably foreseeable loss of profit on the job.
4.3 Delays
We’ll make reasonable efforts to keep to agreed dates and times, but we can’t be held liable for delays caused by circumstances beyond our reasonable control, and we’ll be entitled to a reasonable extension of time in those circumstances. We’ll let you know as soon as reasonably possible if something is likely to affect your appointment.
5. Payment
5.1 Prepayment
Unless we’ve agreed a different payment arrangement with you in advance, all work must be paid for in full before it begins. Where we’ve agreed a deposit or staged payment plan with you instead, the deposit will be the total cost of materials, or 50% of the total job cost, whichever is higher.
If your prepayment or deposit is delayed and we’re no longer able to hold your booking date, we’ll offer you alternative dates or return the payment to you.
5.2 Refunds if you cancel
If you cancel within your cooling-off period under section 4.1, we’ll refund any prepayment or deposit, less a reasonable amount for any work already carried out and materials already used up to the point you cancel.
5.3 Invoices and interest
Where any balance remains after prepayment (for example, if the final cost differs from the amount prepaid), this is payable on receipt when work is completed, and you’re responsible for paying in full. We may charge interest on genuinely overdue amounts at 4% above the Bank of England base rate.
6. Guarantee & Liability
6.1 Our guarantee
We guarantee our labour for 12 months from the date work is completed, against faulty workmanship, in addition to any manufacturer’s warranty. This guarantee doesn’t affect your other legal rights, including your rights under the Consumer Rights Act 2015.
If you’re not satisfied with our work, please tell us in writing as soon as reasonably possible, and ideally within 12 months, so we and our insurers can inspect the work and carry out any appropriate remedial work. This timeframe is for our guarantee only — it doesn’t limit your separate statutory rights, which continue to apply.
6.2 What the guarantee doesn’t cover
The guarantee doesn’t cover: misuse or negligence; work that’s been repaired, modified or tampered with by anyone other than one of our tradespeople; materials you’ve supplied yourself; blockages in waste or drainage systems; or work carried out against our written or verbal advice. Where we work on installations that are of inferior quality or over ten years old, we can’t guarantee the effectiveness of that work.
We’re only responsible for rectifying work that’s covered by our guarantee, and not for damage or faults arising from other work that wasn’t carried out at the time — for example, work we recommended but that you chose not to go ahead with.
6.3 Electrical faults on service or repair
Boilers can occasionally develop a fault when their power supply is interrupted — this is a recognised issue across the heating industry. For health and safety reasons, we have to isolate the electrical supply while carrying out servicing or repair work, and we can’t be held responsible for pre-existing faults this may reveal.
6.4 Valves and service components
Stop taps, isolation valves, drain-cocks, radiator valves and bleed/vent points are sometimes old or worn, and may begin to leak or fail once they’re operated as intended during our work, through no fault of ours. If this happens, we’ll let you know straight away and provide a quote to repair or replace the affected component.
6.5 Limits on our liability
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that can’t be excluded or limited under English law — including your rights under the Consumer Rights Act 2015.
6.6 Gas Safe work
Our tradespeople hold their own individual Gas Safe registration and are responsible for gas-related work carried out under it. You’re responsible for acting on any Gas Warning Notice issued to you by one of our tradespeople.
We’re entitled to recover our costs from any trades person whose negligence or faulty workmanship makes us liable for damages or rectification work.
7. Goods & Materials
Goods we supply remain our property until paid for in full. Risk in the goods passes to you on delivery, and you should insure them at replacement value.
If an invoice remains unpaid, we’re entitled to seek a court order to recover unpaid goods. We won’t attend your premises to remove goods, or enter your premises, without your agreement or a court order.
Please make our tools and materials available to us if we need to collect them from your site. Unreasonably withholding them may result in us taking steps to recover them, including reasonable related costs.
8. Your Statutory Rights & Complaints
Nothing in these terms affects your statutory rights, including your rights under the Consumer Rights Act 2015 to have services carried out with reasonable care and skill, and to a repeat performance or a price reduction if that doesn’t happen. If you have a complaint, please contact us in writing and we’ll aim to resolve it promptly.
9. General
These terms can only be varied by a written document signed by both an authorised representative of ours and you. Where you send us your own terms and conditions — for example, in a purchase order — our terms will apply instead.
These terms, and any contract between us and you, are governed by English law and subject to the exclusive jurisdiction of the English courts.